1st Line IT Support Engineer (SDA)

Due to continued growth, our Aberdeen client is looking for a Network (Systems) Engineer to join their already established team. This role provides an excellent opportunity to not only be part of an expanding business, but to progress your career within.

• Act as the first point of contact for incoming support requests via phone, email, and ticketing system.
• Accurately log, prioritise, and manage incidents and requests in line with SLAs.
• Troubleshoot and resolve 1st line technical issues relating to hardware, software, networking, and telephony.
• Escalate complex incidents to network engineers or specialist teams where appropriate, ensuring clear handover and communication.
• Maintain proactive communication with customers throughout issue resolution.
• Assist in monitoring network and system alerts, responding promptly to potential service interruptions.
• Contribute to the maintenance of support documentation and internal knowledge base.
• Support on-site activities where required and participate in the team's on-call rota.
• Follow company policies and standards including Cyber Essentials Plus and GDPR compliance.

• Minimum 1 year of experience in a 1st line or service desk support role (or relevant IT experience).
• Good understanding of basic networking principles (DNS, DHCP, IP addressing, etc.).
• Familiarity with Microsoft Windows, Office 365, and general desktop support.
• Experience working with ticketing and remote support tools.
• Excellent problem-solving and communication skills - both written and verbal.
• Strong customer service mindset with the ability to remain calm under pressure.
• Team-oriented, proactive, and eager to learn new technologies.
• Relevant IT certifications such as CompTIA A+, Microsoft, or Cisco CCNA (advantageous but not essential).
• Full UK driving licence preferred.